L&A Senior Staff
President and Senior Consultant: Mitchell Lieber
Mitchell Lieber an award-winning consultant and often quoted thought leader in contact centers. He trailblazed innovations ranging from skills-based routing to segmented scripts. "Mitch" forecast web-integrated call centers, cloud based phone systems and many other new developments (more at Innovations).
Mitchell Lieber has developed, managed or advised on 200 contact and call center programs, including each L&A consulting engagement (more at Clients). These programs span inbound, outbound, blended, e-mail and web support. He has trained thousands in contact center management in venues ranging from annual conferences to universities. Mitchell Lieber has specified or advised on more than $15,000,000 in telephone systems.
In his early career, prior to devoting full-time to consulting in 1989, he managed outsourced call centers for American Express, the American Medical Association, AT&T, Baxter, Dow Corning, Hon, Humana, Illinois Department of Tourism, Interplak, Kemper Mutual Funds. Nuveen Investments and many others. In these roles he recruited hundreds of phone reps, developed and delivered effective trainings for hundreds of phone reps and directed telecommunications.
Mitchell Lieber is a contributing author on call centers to three books (more at Publications). He has been published or quoted by most major trade publications, daily newspapers and TV (more at Press). He is the recipient of awards (more at Awards) and has been a leader in regional, national and international trade associations. He was 2006-08 chair of the board of governors of the DMA's International ECHO Awards, leading its most successful year in history.
Senior Technology Consultant: Bill Maikranz
Bill Maikranz is one of the country's leading call center technology consultants with expertise in multi-channel phone systems, workforce management systems, call center software and e-business support. Mr. Maikranz has performed more than 200 call center technology engagements spanning all business verticals as well as service, help desk and sales.
Clients have included companies such as American Express, Boston Children's Hospital, city of Dallas, Direct Satellite TV, IBM, Mosaic Life Care, Patelco Credit Union, Sprint, Summa Health Systems, TIAA/CREF, Thompson Cigar, Vangent/Medicare and Wells Fargo.
He holds a bachelor of business degree with a major in computer science from Kent State University. Mr. Maikranz has first-hand design and implementation knowledge of all major call center technology products and of many minor ones.
Senior Consultant Europe: Jens Moeller
Jens Moeller has conducted a wide range of contact and call center projects in BPO outsourcing, technology and business process engineering. He runs offices in London, England and in Frankfurt, Germany.
At 1:1 Internet AG in Germany, Mr. Moeller was change manager and project manager for introduction of a new IP-based ACD telephone system, which transformed KPIs and operations for roughly 6,000 employees in internal and external call centers. At British Sky Broadcasting he worked closely with stakeholders, IT and project management to produce elaborate business process interviews, analytics and documentation for the development of an update of BSkyB's Call Centre Software, Touchpoint.
Jens Moeller's 19 years of contact center experience includes organizations such as BP, BT, Canon, The Carphone Warehouse, Daimler, DHL, E-Plus, Frost & Sullivan, Homeserve, Kabel Deutschland, Landesbank Baden-Wuerttemberg, O2, Postbank, PRICOA Capital Group, Siemens Business Solutions and Toshiba Europe.
Mr. Moeller holds the highest German degree in Business Administration from Frankfurt Goethe-University ("Diplom-Kaufmann"). He is an active member of the Institute of Consulting (IC), the Direct Marketing Association (DMA), and the Call Centre Managers Association (CCMA), and author of the book, Outsourcing Customer Management. Jens Moeller works with clients in Europe in English, German and French language.
Senior Consultant: Sam Black
Sandra "Sam" Black is a leader in sales management and customer service call center training. This includes skills assessments to hire and develop the best telephone sales and customer service teams. She has more than 35 years of experience in sales and customer service. Her training projects typically produce a 5% - 20% or larger increase in sales or retention.
For 25 years Ms. Black has consulted call centers and trained reps for companies such as ADP, BarclayCard (London), Blue Cross Blue Shield, Chase Bank, H&R Block, Hilton Hotels, Interstate Batteries. Motors Insurance Corp (GM) and PlumChoice.
At Citicorp Sam Black doubled the organization's inbound sales conversion rate. Clients that have benefited from her expertise span the U.S. and the world, including Australia, Austria, the Bahamas, England, India, Korea, Mexico, New Zealand, Romania, Slovakia and Spain.
Prior to becoming a consultant, Sam Black managed Citicorp Mortgage's call center in St. Louis, Missouri and a Citibank Bankcards call center in Long Island, New York. She holds a B.S. in International Relations from Ithaca College, an M.B.A. in Management/Human Resources from City University of New York (CUNY) and the Certified Sales Executive (CSE) designation from Sales and Marketing Executives International. She is author of the book, How to Build Your Business Using the Phone... Effectively!
Consultants and Analysts
Additional consultants on the L&A team focus on health care, technology and work force management. Analysts include an instructional designer who designs trainings.